Simion Mndebele

Experience

• 

  Unisys

  Jul 2006 - Dec 2007

  IT Service Desk Agent 2nd Line

  Ensure maintained service delivery and provide second line supportResolve incidents and troubleshoot technology-related queriesCommunicate effectively with clients and stakeholdersParticipate in maintaining smooth IT operations

• 

  GT247.com

  Dec 2007 - Feb 2011

  IT Support Manager

  Provide tech support to external/internal clients, ensuring timely resolutionManage IT support projects within required SLAsAdminister a network of workstations and usersHandle escalations, progress reports, and trend analysisDemonstrate high-quality customer service and supportProcure new machines and dispose of old IT equipment

• 

  Investec

  Mar 2011 - now

  -Manage and lead the team of support technicians, including hiring, training, and performance management.-Assign tasks and responsibilities to team members, ensuring proper workload distribution.-Foster a positive and collaborative work environment, promoting teamwork and professional development.-Provide technical support and troubleshooting for end user devices, software applications, and systems.-Analyze and resolve complex end user issues in a timely and efficient manner.-Act as a point of escalation for critical or unresolved support tickets, ensuring prompt resolution.-Establish, review, and maintain service level agreements for end user support.-Define and measure key performance indicators (KPIs) to assess team and individual performance.-Monitor and report on SLA compliance, identifying areas for improvement and implementing corrective actions.Manage the incident and problem management process, ensuring proper documentation, tracking, and resolution of issues.Conduct root cause analysis for major incidents and implement preventive measures to minimize future occurrences.-Collaborate with other IT teams and vendors to resolve complex technical issues.-Identify opportunities to enhance the end user support experience and increase efficiency.-Implement best practices and standard operating procedures to optimize support processes.-Stay up to date with the latest industry trends and technologies to drive innovation within the end user support function.-Develop and deliver training programs to educate end users on technology tools and best practices.-Communicate system updates, maintenance schedules, and known issues to end users in a clear and timely manner.-Promote self-service tools and knowledge base resources to empower end users and reduce support dependency. Show less Oversee the IT Operations team and manage Data CentersEngage in Business Process Management and effective communication with business unitsManage End of Day and Month End processes for core banking applicationsSupervise batch monitoring and professional services across different platformsEnsure network monitoring, incident management, and first response for all BU'sAnalyze processes for improvement and quality enhancementMonitor and improve operational efficiencyCoordinate service delivery across multiple teamsParticipate in business continuity planning and coordination Show less -overseeing the daily operations of the service desk team, which includes hiring, training, and supervising the team members.-identifying, prioritizing, and resolving IT incidents reported by end users and ensure that the team follows established incident management procedures, tracks incidents, and meets response and resolution time targets.-handling service requests from end users, which includes analyzing and categorizing requests, assigning resources, and monitoring the progress to ensure timely resolution and customer satisfaction.-promote the development and maintenance of a knowledge base or knowledge management system to capture and share information on common issues, known solutions, and best practices, and encourage the team to contribute to the knowledge base and ensure its accessibility to both staff and end users.-drive continuous improvement initiatives within the service desk, identifying opportunities to enhance processes, tools, and service quality, and monitor industry trends and emerging technologies to stay up-to-date with best practices.-act as a point of contact for IT service-related communications with internal stakeholders, such as department heads, project managers, and business users, and provide regular updates on service desk performance, major incidents, and upcoming changes. Show less Manage service delivery and first/second line support for line of business applicationsDrive adoption of new technologies within support teams and the businessAct as a point of contact for SLA issues and manage communication with the businessDevelop, grow, and mentor the service desk teamOwn and manage user access lists and system administrationParticipate in business continuity planningDefine and implement Service Desk dashboards and monitorsManage standard call logging process and report service desk activityCoordinate service delivery across multiple teams Show less

  • End User Support Manager

    Nov 2018 - now

  • Information Technology Operations Lead

    Nov 2016 - Nov 2018

  • Systems Engineer - Microsoft and Virtualization

    Jun 2014 - Oct 2016

  • Specialist Bank IT Service Desk Manager

    Jun 2013 - May 2014

  • CIT Service Desk Supervisor

    Mar 2011 - May 2013